# 6. Incident Management

User Type: **Super Administrator**
Source: *Mi Digital Academy - Education CRM Features Document*

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## 6. Incident Management

### 6.1 Error and Exception Monitoring
**What it does:** Monitors the errors and exceptions: the error of the system (the error, the type, the date) and the exception (the exception, the type, the date) are monitored, so the errors are visible (the monitoring is the watch). The Super Administrator monitors the errors and exceptions (the error, the type, the date, the exception) so the monitoring is structured and the watch is explicit.

**Sub-features:**
- Error: the error (the error, the type, the date)
- Type: the type (the type of the error, e.g., the runtime, the system)
- Exception: the exception (the exception, the type, the date)
- Error status: the status (the open, the resolved)
- Error count: the count (the count of the errors by status)
- Error period: the period (the period of the errors, e.g., the daily, the weekly, the monthly)
- Error view: the view (the errors, the types, the exceptions, the dates)
- Audit logging of the error and exception monitoring

**Super Administrator User Journey:**
1. Super Admin monitors the error and exception: the error (the error, the type, the date), the type (the type of the error, e.g., the runtime, the system), and the exception (the exception, the type, the date); the monitoring is explicit.
2. Views the type: the type (the type of the error, e.g., the runtime, the system); the type is the category.
3. Views the exception: the exception (the exception, the type, the date); the exception is the event.
4. Views the error status: the status (the open, the resolved); the status is the state.
5. Views the error count: the count (the count of the errors by status); the count is the measure.
6. Sets the error period: the period (the period of the errors, e.g., the daily, the weekly, the monthly); the period is the scope.
7. The errors are visible: the errors, the types, the exceptions, the dates, so the watch is complete.
8. The error and exception monitoring is audit-logged with the error, the type, and the timestamp.

**Rules & Edge Cases:**
- The error is the fault (the error, the type, the date); the error is the failure.
- The type is the category (the type of the error, e.g., the runtime, the system); the type is the class.
- The exception is the event (the exception, the type, the date); the exception is the anomaly.
- The error status is the state (the open, the resolved); the status is the control.
- The errors are visible (the errors, the types, the exceptions, the dates); the monitoring is managed.
- Error and exception monitoring is audit-logged with the error, type, and timestamp.

### 6.2 Alerting on Performance Degradation
**What it does:** Alerts on the performance degradation: the alert of the degradation (the alert, the metric, the threshold, the date) is sent when the performance degrades, so the degradation is flagged (the alert is the signal). The Super Administrator alerts on the performance degradation (the alert, the metric, the threshold, the date) so the alert is structured and the signal is explicit.

**Sub-features:**
- Alert: the alert (the alert, the metric, the threshold, the date)
- Metric: the metric (the metric of the performance, the name, the date)
- Threshold: the threshold (the threshold of the alert, the value, the date)
- Alert status: the status (the sent, the acknowledged, the resolved)
- Alert count: the count (the count of the alerts by status)
- Alert period: the period (the period of the alerts, e.g., the daily, the weekly, the monthly)
- Alert view: the view (the alerts, the metrics, the thresholds, the dates)
- Audit logging of the performance degradation alerting

**Super Administrator User Journey:**
1. Super Admin alerts on the performance degradation: the alert (the alert, the metric, the threshold, the date), the metric (the metric of the performance, the name, the date), and the threshold (the threshold of the alert, the value, the date); the alert is explicit.
2. Selects the metric: the metric (the metric of the performance, the name, the date); the metric is the measure.
3. Sets the threshold: the threshold (the threshold of the alert, the value, the date); the threshold is the limit.
4. Views the alert status: the status (the sent, the acknowledged, the resolved); the status is the state.
5. Views the alert count: the count (the count of the alerts by status); the count is the measure.
6. Sets the alert period: the period (the period of the alerts, e.g., the daily, the weekly, the monthly); the period is the scope.
7. The degradation is flagged: the alerts, the metrics, the thresholds, the dates, so the signal is complete.
8. The performance degradation alerting is audit-logged with the alert, the threshold, and the timestamp.

**Rules & Edge Cases:**
- The alert is the signal (the alert, the metric, the threshold, the date); the alert is the notice.
- The metric is the measure (the metric of the performance, the name, the date); the metric is the value.
- The threshold is the limit (the threshold of the alert, the value, the date); the threshold is the trigger.
- The alert status is the state (the sent, the acknowledged, the resolved); the status is the control.
- The degradation is flagged (the alerts, the metrics, the thresholds, the dates); the alerting is managed.
- Performance degradation alerting is audit-logged with the alert, threshold, and timestamp.

### 6.3 Incident Tracking and Resolution
**What it does:** Tracks and resolves the incidents: the incident of the system (the incident, the type, the status, the date) is tracked and resolved, so the incidents are closed (the tracking is the watch). The Super Administrator tracks and resolves the incidents (the incident, the type, the status, the date) so the tracking is structured and the watch is explicit.

**Sub-features:**
- Incident: the incident (the incident, the type, the status, the date)
- Type: the type (the type of the incident, e.g., the outage, the degradation)
- Status: the status (the status of the incident, e.g., the open, the in-progress, the resolved)
- Resolution: the resolution (the resolution of the incident, the action, the date)
- Incident count: the count (the count of the incidents by status)
- Incident duration: the duration (the duration of the incident, the time)
- Incident view: the view (the incidents, the types, the statuses, the dates)
- Audit logging of the incident tracking and resolution

**Super Administrator User Journey:**
1. Super Admin tracks and resolves the incident: the incident (the incident, the type, the status, the date), the type (the type of the incident, e.g., the outage, the degradation), and the status (the status of the incident, e.g., the open, the in-progress, the resolved); the tracking is explicit.
2. Views the type: the type (the type of the incident, e.g., the outage, the degradation); the type is the category.
3. Views the status: the status (the status of the incident, e.g., the open, the in-progress, the resolved); the status is the state.
4. Applies the resolution: the resolution (the resolution of the incident, the action, the date); the resolution is the fix.
5. Views the incident count: the count (the count of the incidents by status); the count is the measure.
6. Views the incident duration: the duration (the duration of the incident, the time); the duration is the time.
7. The incidents are closed: the incidents, the types, the statuses, the dates, so the watch is complete.
8. The incident tracking and resolution is audit-logged with the incident, the status, and the timestamp.

**Rules & Edge Cases:**
- The incident is the event (the incident, the type, the status, the date); the incident is the problem.
- The type is the category (the type of the incident, e.g., the outage, the degradation); the type is the class.
- The status is the state (the status of the incident, e.g., the open, the in-progress, the resolved); the status is the phase.
- The resolution is the fix (the resolution of the incident, the action, the date); the resolution is the close.
- The incidents are closed (the incidents, the types, the statuses, the dates); the tracking is managed.
- Incident tracking and resolution is audit-logged with the incident, status, and timestamp.